Job Title

Role SummaryThe Reservations Associate is responsible for high-volume reservation processing and management across 12+ wholesale distribution channels and 394+ partner accounts.This role serves as the first line of ownership for reservation accuracy, speed, and issue resolution, requiring strong PMS expertise, operational precision, and structured problem-solving.You will work across North American hotel portfolios, ensuring all reservations are created, validated, and resolved within strict SLA and quality benchmarks.Location: Pune, MaharashtraShift: 6:00 PM – 4:00 AM IST (Monday to Friday)Experience: 1–2 Years (Hospitality / Reservations preferred)Key Responsibilities1. Reservation Processing & PMS ManagementProcess high-volume reservations daily (baseline benchmark: 100+), with output aligned to incoming volumeEnsure real-time or near real-time reservation processing; SLA capped at ≤ 3 hours from receiptWork across multiple PMS platforms:Choice Advantage, Opera Cloud, HotelKey, Cloudbeds, ASI, SynXis, SkyTouch, Visual MatrixValidate all reservation parameters before entry:Guest details (names, dates, occupancy)Rate plans and pricingPayment methods (VCC, routing, etc.)Special instructions / remarks2. Multi-Channel CoordinationProcess reservation requests received via email from wholesale partnersAct as the primary POC for booking-related communicationMaintain structured tracking using:Google Sheets / internal trackersShared inbox systems (e.g., Outlook groups)3. Escalation Management & ResolutionOwn end-to-end resolution of reservation issues:a. Manual ErrorsIncorrect PMS entries (rates, names, dates)Identify root causes and proactively correctb. External ErrorsVCC failures / payment issuesCoordinate with channel finance / invoicing teamsc. Internal ErrorsBookings on blackout or high-demand datesAlign with Revenue / Distribution teamsResolution Expectations:Independently resolve the majority of casesEscalate only when cross-functional intervention is requiredProvide clear context, root cause, and recommended action for all escalations4. Quality Control & AccuracyStrive for zero-error execution; acceptable threshold ≤ 1% error rateEnsure all reservations pass pre and post-validation checksWork with AI-driven QC systems (manual inputs where required)Support Distribution team during QC au5. Systems & Process AdherenceWork across tools:PMS platforms (multi-system proficiency required)SalesforceGoogle Sheets / trackersAutomation tools (e.g., n8n workflows)Follow standardized SOPs and case-handling protocolsContinuously identify and implement opportunities for process improvement and automationKey Performance Indicators (KPIs)Metric ExpectationReservation TATReal-time processing expected; SLA capped at ≤ 3 hoursDaily ProductivityVolume-based; baseline benchmark 100+ reservations, scaled to inflowAccuracy RateStrive for zero-error execution; acceptable threshold ≤ 1%Escalation ResolutionMajority resolved independently; minimal dependencyCommunication QualityClear, professional, and timely partner interactionsEfficiency ImprovementContinuous increase in reservations processed per hour without compromising accuracyRequired Skills & CompetenciesHands-on experience with hotel PMS systems (multi-PMS preferred)Strong attention to detail and data accuracyAbility to manage high-volume, repetitive workflows without quality degradationAnalytical thinking with structured problem-solving approachStrong written communication skills (email-based coordination)Ability to work in US-aligned night shifts (IST)Preferred Qualifications1–2 years of experience in hotel reservations / front office / distributionExperience handling wholesale / OTA reservation workflowsFamiliarity with hotel operationsExposure to automation tools or process optimization (e.g., n8n, bots)Behavioral AttributesHigh ownership and accountabilityProcess-driven with a focus on operational excellenceAbility to prioritize under time-sensitive conditionsCollaborative mindset across cross-functional teamsReporting StructureReports to: Program ManagerWorks closely with: Distribution, Revenue and SalesAdditional NotesWeekend coverage is managed by a separate team; however, holiday coverage may be requiredRole involves handling critical revenue-impacting tasks, requiring precision, speed, and reliability